results shown in Table 2, H1 is not supported. This finding is supported with the result of Nupur
(2010). There are several dimensions of service quality which include tangible, reliability, responsiveness,
assurance, and empathy. However, not all the dimensions of service quality have a positive relationship with
customer satisfaction. In spite of this, the prior research that was done by Rod et al., (2009) and Radhakrishna
(2009) showed that the service quality of overall Internet banking is positively related to customer satisfaction.
On the other hand, H2 is supported. This finding has matched the outcomes of previous research such as Ahmad
and Al-Zu’bi (2011) has showed that web design and content brought an importance influence on customer
satisfaction. Shariq (2006) had implied that web design is the factor which can affect customer satisfaction. In this
research, it shows that web design is positively related to customer satisfaction because the results of the
web design and content variable with customer satisfaction have a positive beta value in this research. It means
that a well-designed Internet banking website can help to achieve a higher level of customer satisfaction.
However, The results of this study do not match with the prior research that were conducted by Ahmad and AlZu’bi
(2011) whereby security and privacy had a positive significant influence on customer satisfaction toward
Internet banking. According to Zhao & Saha (2005), privacy was classified as a variable in service quality. The
results show that H3 is not supported. This shows that Internet banking users realize that Internet banking providers
play an important role to protect the consumers’ privacy. The onus lies on the service providers to ensure that the
platform for the Internet banking is secured.
The finding in this research matches with Ahmad and Al-Zu’bi (2011). Ease of use was positively related to
customer satisfaction toward Internet banking too. “Ease of use” is one of the terms which used to define the
meaning of convenience. The outcome shows H4 is supported. The results proved that convenience has a
relationship with customer satisfaction toward Internet banking. An increase in the degree of convenience to
customer, will increase the level of customer satisfaction.
Lastly, speed has a positive relationship with customer satisfaction toward Internet banking. Therefore, H5 is
supported. Shariq (2006) showed a positive relationship between the speed to load Internet banking website and
customer satisfaction. In addition, Adams and Lamptey (2009) implied that the speed for Internet banking webpage
response is an important issue to customer satisfaction.
5. Conclusion
In this research web design and content, convenience and speed have a relationship with customer satisfaction
towards Internet banking. Internet banking providers should put more effort to improve on these three factors
in order to increase customer satisfaction. Even though service quality variable and security and privacy
variables do not have a relationship with customer satisfaction in this research, the importance of these two
variables cannot be ignored by Internet banking providers because prior research had shown that these two
variables are important in fulfilling customer satisfaction toward Internet banking. This research can help Internet
banking providers to know Internet banking users’ opinion and find the solution through customers’ perspective.
It can help Internet banking providers easily achieve customer satisfaction.
There are several recommendations that can help in overcoming this research. The problem of constraints on
time can be solved by increasing the range of time in conducting a research in the future. It can provide there
searchers more time to collect more data from more respondents and pass more questionnaires to the working adults.
Furthermore, the sample size of the research should be increased because the sample size may affect the
accuracy and reliability of the research. Sample size can help to improve the reliability between independent
variables and dependent variable. Since two hypothesis had been rejected, a broader sample size should be used to
ensure the reliability and generalizability of the research results. Increase in sample size can help researchers to
choose more working adults who work in different areas in Malacca. So, the views of respondents can be more
generalized and accurate. In addition, an adequate content for a questionnaire is very important because it
will affect the significant value of independent variables and dependent variable. These are some of limitations in
this research but they can be solved by applying the recommendations mentioned above. After the limitations
are solved an accurate and reliable result can be generated in the future research.
Goh Mei Ling et al. / Procedia